Rule number 1: Keep all the onboarding process within 48 hours.
Rule number 2: Be fast, proactive, and resourceful.
Rule number 3: Launch at all costs
The onboarding process is arguably one of the most important steps in the entire client journey. Clients can tell immediately if you’re professional or not within a few hours.
That’s why the sooner you start working, the better for you. Remember: the faster you start working with your clients, the faster you can get results, and the faster you’ll get paid.
Also, by keeping the onboarding process streamlined you avoid buyer remorse and avoid generating friction from day number 1.
So how do we build a simple and effective onboarding process for our clients?
All we need to do is to collect the following information:
- Information about the offer (we send them our google form, we ask for case studies, pitch decks, documents, etc.) everything that can help us understand their offer in the best way possible.
- Communication channel. Let’s make sure we add our client to our channel (can be Slack or Google Chat).
- We set up a weekly reporting meeting at the same time once a week (ex. Fridays at 10 am).
A few elements you need to have for the onboarding process are: a google form and an expectations video.
What’s an expectation video? It’s a loom video we will record going over everything they can expect from the process, so they can actually understand what the timeframes will be.
You can write all the expectations in a google doc. Then record a 5 minutes loom video going over it. Make sure your client watches it once he has signed the contract and paid the invoice.
The best way to share all these resources is through an onboarding Welcome Email.
In the “Welcome Email”, you’ll have, obviously a welcome message, a message from the team at your agency and:
1- The link to the onboarding form
2- A link to the expectations video
3- You will ask them to book a reporting meeting in your calendar and tell them that will be the standard time for every meeting from now on.
4- You’ll let them know you’re sending them an invite to your channel and that every communication from now on will be there.
After we get all the information we start working right away on our service.
We buy a few domains, we create the users and we put them to warm up on Instantly.
We craft the first email angles for the campaigns, we start scraping lists, etc.
Remember rule number 3? That’s the most important one. Why? Because sometimes your clients will be slow. And that's when you need to take the decision to launch the campaigns no matter what.
Maybe they'll forget to give you feedback on scripts, or on the domains you buy, etc. But no worries, I’ve found that as long as you keep working, everything will be fine.
What I mean is: Are they taking too long to give you approval for the scripts? Launch anyways. Are they taking too long to give you feedback about domains/users? Buy them and set the users anyways.
I rather prefer to be fast, act, and make mistakes, than wait for clients to give you feedback at every step of the journey. Remember average business owners are too slow.
Launch the campaigns at all costs. Because if you’re taking too much time to launch, you’re delaying your paycheck and the results you can get for your clients.
They’ll respect you for being fast and an action-taker.